Senior Product Manager

JOB SUMMARY 

The Customer Navigation and Service Senior Product Manager defines the vision, strategy and roadmap for transforming the customer service experience. Leveraging AI and innovative platform capabilities, this role will focus on simplifying member interactions, expanding self-service options across all channels, optimizing channel connectivity, and enhancing agent tools.  The Senior Product Manager will define the product's value proposition, develop a compelling business case, secure buy-in from key stakeholders, and drive execution to deliver exceptional customer experiences and significant operational efficiencies.

 
ESSENTIAL RESPONSIBILITIES 

• Understand the department's and the company's strategic roadmap and competitive position, and develop a holistic product vision and the corresponding product strategy to drive maximum value.
• Actively anticipate future needs and utilize metrics and qualitative input to identify asset improvement opportunities.
• Represent the product in all governance meetings.
• Clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.
• Serve as accountable owner for the sets of products/tools within the designated portfolio
• Identify and drive both cross-product and cross-customer value and shared learnings.
• Guide Agile developments in the role of Product Owner.
• Own the product backlog and use input from internal and partner teams to frequently refresh and re-prioritize the backlog.
• Provide coaching and guidance to team members on product vision and strategic road mapping.
• Other duties as assigned or requested.

EXPERIENCE 

Preferred 

Travel Requirement: 

0% - 25% 

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS 

Position Type 

Office- or Remote-based 

Teaches / trains others 

Occasionally 

Travel from the office to various work sites or from site-to-site 

Rarely 

Works primarily out-of-the office selling products/services (sales employees) 

Never 

Physical work site required 

Occasionally

Lifting: up to 10 pounds 

Constantly 

Lifting: 10 to 25 pounds 

Never

Lifting: 25 to 50 pounds 

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. 
 
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. 
 
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.  
 
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.